Customer Service Team Leader at Hartwell Hospital

Job Brief

We are looking to recruit a Customer Service Team officers Reporting to the Customer Services Manager. The role will be responsible for providing customer services to our esteemed clients. 

Responsibilities

• To ensure the full implementation of the Customer Services strategy across the business.
• To ensure that the Customer Services function operates effectively and that the functions’ activities are aligned to departmental and Company objectives.
• To ensure the accurate processing of HMO processes and requests.
• To ensure that all patient enquiries are satisfactorily managed, resolved and closed within agreed timescales.
• To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
• To represent the Customer Services function as an active member of the Senior Management Team.
• To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries and Order Processing.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Participate and contribute to relevant management meetings.
• Promote effective communication throughout all levels of the Customer Services function.

Requirements

• Excellent organisational skills
• Excellent written communication skills
• Confident communicator
• High level of accuracy and attention to detail
• Numerate
• Good working knowledge of Microsoft packages and CRM systems.
• Democratic management style
• Experience of managing a busy customer service team
• Experience of training, developing and mentoring new staff
• Experience of developing and refining processes to improve efficiency and the experience of customers
• Proven ability to develop, collect and monitor appropriate KPIs to drive improvements in customer service and to support resource planning
• Proven ability to priorities your own and team workloads to meet customers’ requirements.